Technical Support & Customer Service Manager

We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment.

This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams.

The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies.

Key Responsibilities:

Lead and manage the Technical Support & Customer Service team
Build and improve support processes, workflows, SLAs, and escalation management
Monitor KPIs, customer satisfaction, ticket queues, and operational performance
Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
Own support readiness for product releases and major product changes
Drive continuous improvement initiatives and service excellence standards
Improve knowledge management, documentation, and internal enablement processes
Support system optimization and automation initiatives across support operations
Handle escalated and sensitive customer cases with professionalism and ownership

Requirements:

Requirements:

3+ years of experience managing Technical Support / Customer Service teams in a SaaS company
Experience working in B2B product environments
Strong operational and process-building capabilities
Excellent communication and stakeholder management skills
Strong analytical and problem-solving abilities
Experience working closely with Product and R&D teams
Technical orientation and ability to understand complex systems and workflows
Experience with support platforms such as Zendesk, Zoho Desk, HubSpot, or similar
Hebrew and English - high proficiency

Advantages:

Experience in fintech, ERP, accounting, payroll, or complex operational systems
Experience in startup or scaling environments
SQL / API understanding